When all things are the same…Customer Service is the difference.
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Have you merged or acquired another company?  Do you have multiple teams/tools?  Does your customer feel like they bought a solution that is delivered and maintained by multiple companies?  After an acquisition, some companies choose to let the multiple teams operate in the manner that they are accustomed.  This leads to multiple tools, processes, metrics, etc.  Not only is this difficult to keep track of, it presents a disorganized view to the customer.  The Customer Service Experience isn’t consistent.  This leads to lower Customer Satisfaction Scores and Net Promoter Scores. The opposite extreme can be true as well.  The acquiring company can force their processes and tools on the acquired company.  We call this “sm-erging”, smashing two teams together until they merge.  While this “one size fits all” approach may solve the problem of multiple teams and processes, it may not deliver the best results for a great Customer Service Experience. How do you know which tools and processes to adopt?  Should you have one team or multiple teams?  You have to take a holistic approach.  Look at “how and why” a process came about.  Look at the capabilities of the people and tools.  It shouldn’t be about what is easiest…it should be about what provides the best experience for your customer! Once you have determined which tools to use, what processes to follow and which teams to integrate, you have the challenge of getting your staff to adopt the change.  Gaining buy-in from the people is vitally important.  This can be the most challenging part. Integrating multiple teams and tools can be a complicated process and is sometimes clouded by emotions.  We help you sort through the details to get to the facts.  We help guide your decision on what to keep or abandon, or when to make a compromise. We also understand how to lead the change and drive adoption.  The end result is one company delivering a seamless Customer Service Experience.

Multiple Team/Tools Integration (acquisitions)

©2017 Ap Rhys Solutions, Inc.
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Website designed and managed by WSI Superior Analytics
When all things are the same…Customer Service is the difference.
Home Services Resources About Us Contact Us

Multiple Team/Tools Integration (acquisitions)

©2015 Ap Rhys Solutions, Inc. All rights reserved.
Learn More About Our Services
Have you merged or acquired another company?  Do you have multiple teams/tools?  Does your customer feel like they bought a solution that is delivered and maintained by multiple companies?  After an acquisition, some companies choose to let the multiple teams operate in the manner that they are accustomed.  This leads to multiple tools, processes, metrics, etc.  Not only is this difficult to keep track of, it presents a disorganized view to the customer.  The Customer Service Experience isn’t consistent.  This leads to lower Customer Satisfaction Scores and Net Promoter Scores. The opposite extreme can be true as well.  The acquiring company can force their processes and tools on the acquired company.  We call this “sm-erging”, smashing two teams together until they merge.  While this “one size fits all” approach may solve the problem of multiple teams and processes, it may not deliver the best results for a great Customer Service Experience. How do you know which tools and processes to adopt?  Should you have one team or multiple teams?  You have to take a holistic approach.  Look at “how and why” a process came about.  Look at the capabilities of the people and tools.  It shouldn’t be about what is easiest…it should be about what provides the best experience for your customer! Once you have determined which tools to use, what processes to follow and which teams to integrate, you have the challenge of getting your staff to adopt the change.  Gaining buy-in from the people is vitally important.  This can be the most challenging part. Integrating multiple teams and tools can be a complicated process and is sometimes clouded by emotions.  We help you sort through the details to get to the facts.  We help guide your decision on what to keep or abandon, or when to make a compromise. We also understand how to lead the change and drive adoption.  The end result is one company delivering a seamless Customer Service Experience.
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Website designed and managed by WSI Superior Analytics